• Customer Service Representative

    Posted Date 4 weeks ago(4 weeks ago)
    Job ID
    2018-1362
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    Company Overview:

    Founded in 2006, and headquartered in Alpharetta, GA, Bridge2 Solutions is a leading marketing solutions platform transforming the loyalty space by creating innovative marketing and fulfillment solutions for some of the largest Fortune 500 companies. We have proudly integrated and launched more partners and end-user web-based redemption platforms than any other company in the loyalty industry. No one understands better than we do how to make a loyalty program work to our clients’ highest advantage. We drive card usage and create stronger customer relationships. With full access and utility of consumer loyalty programs we will continue to innovate and offer new ways for our partners to reach their customers and deliver value.

     

    Job Overview:

    The Customer Service Representative is responsible for providing general service support and addressing inquiries related to high valued customer transactions placed using our rewards platform.

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    Responsibilities

    Responsibilities:

    • Fielding and processing customer inquiries
    • Monitoring and servicing open inquiries through completion
    • Maintaining an open level of communication with our clients and the Bridge2 Solutions staff.
    • Analyzing and interpreting data and information to guide strategic recommendations and enhanced site performance
    • Monitoring the customer experience on a day-to-day basis to detect and solve problems as they arise
    • Responding to any service related inquiries from clients including requests to determine the order’s status, replacement requests, refunds, general site navigation or questions, etc.
    • Analyzing and reporting any technical difficulties with internal technical staff in an effort to improve the user experience
    • Assisting in various aspects of managing the customer relationship which may include regular contact with representatives on the client side (external to Bridge2 Solutions)

    Qualifications

    Requirements:

    • High School Diploma or equivalent (some college preferred)
    • 1-2 years of Customer service experience or equivalent CRM training
    • Professional and articulate with strong interpersonal skills
    • Excellent writing skills, pleasant phone presence and friendly personality
    • Strong computer navigation skills, such as the ability to open and quickly toggle between multiple windows at a time and frequently use keyboard commands rather than relying on menus
    • Basic proficiency with the Microsoft Office suite including email software (Outlook) and other computer software as required.
    • Ability to read and interpret documents such as procedure manuals, work instructions, software manuals. Ability to write routine reports/notes and correspondence. Ability to speak and communicate well with customers.
    • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
    • Ability to work with customers, clients, and peers to problem solve
    • Problem solving, business analysis and quantitative skills. Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.
    • Above-average phone manner, written communication, follow-up skills, organizational skills, lucid writing skills, and superior conflict resolution and interpersonal skills
    • Bilingual - English / Spanish a plus

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